26-922 Prepare for 2026 Provider Access Surveys

Before August 2026: (1) Front desk and operations staff must verify that appointment availability, after-hours access, and phone access standards are being met and document compliance. (2) Test all office phone systems and after-hours messaging to confirm instructions are accurate and functional—escalate any failures immediately. (3) Billing and administrative staff must ensure provider directory information and contact details (email, fax) are current in the Health Net system to ensure survey invitations are received. (4) Establish a tracking process: When survey invitations arrive from QMetrics (Appointment Availability Survey) or Sutherland (After-Hours Access Survey), assign responsibility for response within 5 business days. Failure to respond triggers mandatory phone surveys and potential claim payment delays. (5) Investigate Qualified Advanced Access Provider Program eligibility for your PCPs if same-day scheduling is available—qualifying providers are exempt from surveys for 3 annual cycles. Contact DMHC Access (dmhc.access@managed.healthnet.com) for eligibility details. (6) Billing team: Flag this policy internally and establish a reminder system for August 2026 launch. Non-compliance consequences include claim payment delays, removal from provider directory, corrective action plans, and loss of network participation.